TESKIS
Returns & Refunds
Teskis returns: 30 days, used or unused. Change of mind, faulty or wrong items, refund timings, and how to start a return by email.
You have 30 days from the day your order arrives to send an item back, used or unused. We only ask that the item comes back in a state we can inspect — we need to be able to see what it is, check it over and confirm it is the item you bought from us. Soil on a trowel, sap on a pruner blade, grass on a shear: none of that is a problem. We sell gardening tools. We expect them to have been in a garden.
This page explains the two routes a return can take, exactly what to do, and how long the money takes to get back to you.
The thirty-day promise
Spanish and EU law gives you 14 days to withdraw from a distance purchase without giving a reason, under Directive 2011/83/EU. We extend that voluntarily to 30 days, and we drop the usual condition that the goods be unused. Try the secateurs on a real hedge. Run water through the hose. Put the lawn feed spreader over a patch of grass. If the tool is not right for the job, tell us within 30 days of delivery and we will take it back.
The 30-day window is a voluntary extension of your statutory rights, not a replacement for them. Your legal guarantee of conformity is separate, lasts far longer, and is explained further down this page.
Two routes: change of mind, or something wrong
Which route applies decides one thing only — who arranges and pays for the return journey. It does not change the refund itself.
| Change of mind | Faulty, damaged or wrong item | |
|---|---|---|
| What it covers | The tool works, but it is not what you wanted: wrong size, wrong reach, heavier than expected, duplicate order. | The item arrived broken, arrived with a defect, stopped working through no fault of yours, or is not the item on your order. |
| Time limit | 30 days from delivery. | 30 days from delivery for a straightforward return or replacement. After that, the statutory guarantee of conformity applies. |
| Who arranges the return | You do. We give you the return address and, if you ask, we will tell you the cheapest sensible way to send it. | We do. We send you a prepaid label, or we reimburse what you paid at the counter against a receipt. |
| Who pays return postage | You do. | Teskis pays. You are never out of pocket for our mistake or a defective product. |
| Condition accepted | Used or unused, provided we can inspect it. | Any condition. Send it as it is, fault and all. |
| What you get back | The full price you paid for the item. | The full price you paid, or a replacement, whichever you prefer. |
Delivery is free on every order we send, with no minimum spend, so there is no delivery charge sitting on your order for us to refund or withhold. A refund is the price of the goods, in full.
How to start a return
Step 1 — Email us before you send anything
Write to support@teskis.com with your order number and the name of the item. That is enough to open the return. We answer Monday to Saturday, 9–6 CET, and normally reply the same working day.
Please do not post an item back before you have heard from us. The address the parcel came from is not always the address a return should go to, and an item sent to the wrong place takes far longer to trace and refund.
Step 2 — Tell us what happened, briefly
For a change of mind, one line is plenty: what you bought and why it is not right. For a faulty, damaged or wrong item, two or three photographs help us settle it faster — the fault itself, the whole item, and the outer packaging if the damage looks like it happened in transit. In many cases the photographs are enough on their own and we will send a replacement or a refund without asking for the item back at all.
Step 3 — We reply with the address and the route
Our reply confirms the returns address, your return reference, and who is paying the postage. If we are paying, the prepaid label comes attached to that email.
Step 4 — Pack it and send it
Put the return reference on a note inside the parcel, or write it on the outside. Without it, a parcel can sit unmatched in the returns bay for days.
Step 5 — Keep the proof of postage
Until the parcel reaches us it is your evidence that it is on its way, and for a faulty item it is the receipt we reimburse against.
What to include in the parcel
- The item itself.
- Any blade guards, sheaths, hose fittings, spare cutting heads, spanners, filters or nozzles that came in the box. A missing part is the single most common reason a refund gets reduced.
- Your return reference, on a note or on the box.
- Nothing else. You do not need to print a form or write a letter.
Packaging
The original box helps but is not required. What matters is that the item survives the journey, because we can only refund what arrives intact enough to inspect.
- Fit a blade guard or wrap cutting edges in stiff card and tape them. Loppers, secateurs, pruning saws and shears cut through a thin mailing bag easily.
- Drain hoses, sprayers, watering cans and irrigation kit before packing. Water and cardboard travel badly together.
- Tape open the corners of any bag of granular product so the contents cannot escape into the box.
- Use a box that closes properly rather than one that bulges. Tape all seams.
Refunds: where the money goes and when
Every refund goes back to the method you paid with. We do not issue store credit unless you ask for it, and we do not send cash by post.
We check returned items in within two working days of the parcel arriving, and issue the refund straight after. The legal outside limit is 14 days from the day we receive the goods back, and we hold ourselves to it, but the normal experience is much shorter than that. The last stretch is your bank’s, not ours.
| How you paid | Where the refund goes | Typical time after we check the item in |
|---|---|---|
| Card | The same card, to the same number | 3–5 working days for the bank to post it |
| PayPal or a digital wallet | The same account | Usually within 24 hours |
| Cash on delivery | Bank transfer to an account you name | 2–3 working days once you send us the IBAN |
Cash on delivery is the one case where the original payment method cannot be reused — the cash went to the courier at your door and there is no card or account to credit back. Send us the IBAN and the account holder’s name when you open the return and we will transfer the refund there.
If a card has expired or been replaced since you ordered, the refund still finds its way to the replacement account in most cases. If your bank rejects it, it comes back to us and we will email you to arrange a transfer instead.
Replacements
If you would rather have the same item again than have your money back, say so when you open the return. We confirm the replacement by email and dispatch it as quickly as we can, usually within one to two working days, with free delivery, exactly as the original order was. For a faulty or wrong item we normally send the replacement without waiting for the first one to come back.
Partial refunds
We would rather refund you in full, and almost always do. A refund is reduced only where value has genuinely been lost, and we tell you the amount and the reason by email before we process it, not afterwards.
- Missing components. A blade guard, sheath, hose connector or spare part that is not in the returned parcel is deducted at what it costs us to replace.
- Damage beyond use. Wear from testing a tool is expected and never deducted. A snapped handle, a blade forced through wire or a hose cut to length is not wear, and is deducted.
- Part of a set. If you return one tool from a bundle, the refund is the bundle price minus the value of what you keep, not the full bundle price.
If you disagree with a deduction, reply to that email. We will look at it again.
Items we cannot take back
A small number of gardening products cannot be returned once opened, because they cannot be inspected, resold or kept safe afterwards. This follows Article 16 of Directive 2011/83/EU, which excludes sealed goods unsuited to return once unsealed, goods that deteriorate rapidly, and goods mixed inseparably with other items after delivery.
- Opened seed. Sealed packets and tins of grass or vegetable seed can come back unopened. Once the seal is broken, viability and moisture content can no longer be guaranteed.
- Used plant care consumables. Opened lawn feed, fertiliser, plant food, weed killer, moss killer and pest treatments, whether liquid or granular.
- Opened compost, topsoil, bark and growing media. Once a bag is cut it cannot be resealed to its original condition.
- Bulbs, rooted plants and living stock once planted or once removed from their packaging and exposed.
- Items cut, drilled or modified to fit — hose cut to length, irrigation pipe trimmed, a handle shortened.
None of this applies if the product was faulty, wrong or damaged when it reached you. An opened bag of lawn feed that arrived split, or seed that arrived past its sowing date, is our problem to fix and the exclusions above do not apply. Tell us and we will refund or replace it.
Your statutory guarantee of conformity
Separately from the 30-day window, Spanish law gives you a legal guarantee of conformity of three years from delivery on goods bought from 1 January 2022 onwards, under the consolidated Consumer Protection Act (Real Decreto Legislativo 1/2007) as amended to implement Directive (EU) 2019/771. During those three years, if an item does not conform to what was sold — a defect in materials or manufacture, or performance materially below what the description promised — you are entitled to have it repaired or replaced, and to a price reduction or a refund where repair and replacement are not possible or not proportionate.
For the first two years, any defect that appears is presumed to have existed at delivery unless we can show otherwise. You do not have to prove anything. Claims can be raised for up to two years from the moment you become aware of the defect.
Nothing on this page limits those rights. Where our own terms are more generous than the law, the more generous term applies. See our Warranty page for how we handle a conformity claim in practice, and what a manufacturer’s guarantee adds on top of it.
Cancelling before dispatch
Orders are dispatched as quickly as we can, usually within one to two working days, so the window to stop one can be short. Email support@teskis.com as soon as you can and we will stop the order if it is still with us. If it has already gone, let it arrive and open a return — refusing the parcel at the door works too, but it takes longer to trace and refund.
If you are not satisfied with the outcome
Reply to us first. Most disagreements come down to a detail we can check, and we would rather resolve it directly. If we cannot settle it between us, you may submit the dispute to the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr, or to the consumer authorities of your region of residence. You may also file a complaint with the consumer arbitration service in Barcelona. Using any of these routes costs you nothing and does not affect your statutory rights.
Getting in touch
Everything is handled in writing — the enquiry form or a direct email — and writing is the fastest way to get a return moving. Write to support@teskis.com. We read messages Monday to Saturday, 9–6 CET.
Full company details are on our Contact page. Returns are handled by FLOFUM, S.L., Calle Parcerisa 13, Local 1, 08014 Barcelona, Spain, CIF B75621250 — but please email before sending anything to that address, so your parcel goes to the right place with a reference on it.